Ms. T.H.
One might think that when they spend thousands of dollars for new black granite kitchen countertops, the would actually expect to be able to use them without fear of the types of things happening as this unfortunate homeowner found herself facing.
Follow with us as we report her journey seeking fairness and recourse...
December 2007 - Ms. T.H. selects and purchases from All Granite and Marble in New Jersey what she is led to believe is black granite.
The fabricated slab is installed as a kitchen countertop and island in her home. Shortly after juice was accidentally spilled and greyish 'ghost stains' appeared immediately.
Ms. T.H. notifies the fabricator. The fabricator responds by sending out a technician who applied some sort of 'black wax' to cover up the 'ghost stains.' However as additional spills occurred, these 'ghost stains' continued to appear. Ms. T.H. again contacts the fabricator who sends someone to cover up the 'ghost stains' again.
The application of the 'wax coverup' did nothing to prevent new ghost stains from developing every time something spilled on the countertop. The company sent a technician a third time but this time required a certified check ($150 plus tax) to apply some new black wax to cover up the 'stain'.
January 2008 Ms. T.H. contacts Marblecleaning.org.
After correspondence and pictures a conclusion was reached that the problem was either doctored stone or a stone sesitive to acid. (Some stones sold as 'black granites' do react with acids and therefore should not be sold as granite.)
Maurizio Bertoli from Marblecleaning.org volunteered his time and expertise. He went to her home and ran tests on the stone. The conclusion of Maurizio Bertoli was in fact that Ms. T.H. did have doctored stone.
Complaint filed with the BBB
Ms. T.H. submits a formal complaint with the BBB.
The fabricator (All Granite and Marble) responded to BBB with a copy of letter from the manufacturer in which they denied ever applying any doctoring agent to their slabs (while also admitting that in fact their material was not really black, but contained grey hues.)
In the meantime after receiving response from All Granite and Marble, the BBB closes the case.
February 2008 Ms. T.H. responds to the BBB with an angry letter stating that All Granite's response was totally insufficient because if nothing else it did not explain that their technician went there to do over his 3 visits. As a consequence, the BBB re-opens the case.
Note: the fact of the matter is that the stone slab in the kitchen is not black but grey. Acidic liquids are removing the black colorant and revealing the true color of the stone -- grey.
Ms. T.H. sends a message to the MIA whose answer essentially tells her,
"We don't get involved in these matters."
In the meantime, Ms. T.H. keeps pressuring the MIA, and receives a second response, this time from the technical director. The technical director makes no comments to his interpretation of the situation, but does acknowledge that the MIA has become of aware of the widespread problem lately and makes a point that the topic is on the agenda of the MIA.
February 19 Ms. T.H. submits her case to the New Jersey Attorney General Consumer Affairs office.
May 18, 2008 Satisfactory ConclusionDear Maurizio,
Read an open letter from Maurizio Bertoli to Ms. TH's fabricator.
As you know, they finally agreed to replace my granite counters and I couldn’t be happier. They were installed on April 23rd. I don’t think I could’ve done it without your guidance and expertise. I am so grateful for all that you did. It is really great to know that marblecleaning.org exists. The fact that you donate your time and expertise to help the consumers is very admirable. My family and I are so thankful that we had your organization on our side!
Sincerely,
T.H.